Customer care versus customer count
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1998
Abstract
Discusses case examples from organizations which reveal a customer focus. Examples cover retail, airlines, manufacturing and service firms. Places service and quality of service firmly in the forefront of competitive advantage. Considers factors such as the importance of existing customers; the need for a clear view of the customers on whom the company wishes to focus; and methods for building customer relationships.
Keywords
Citation
Clutterbuck, D. and Goldsmith, W. (1998), "Customer care versus customer count", Managing Service Quality: An International Journal, Vol. 8 No. 5, pp. 327-338. https://doi.org/10.1108/09604529810235790
Publisher
:MCB UP Ltd
Copyright © 1998, Company